---
schema_version: "1"
id: dd96c8cb6013a5a1c0490a0630709a00a6637308918369bb90c3071ff3d53dc2
title: Recall Service Appointment Scheduling
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/ind/264-0-0/auto_svc_proc_recall_appt_scheduling.md
canonical_url: https://help.salesforce.com/s/articleView?id=ind.auto_svc_proc_recall_appt_scheduling.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 96eb8f564eac830ef699d65d093cd6bee9bae03ca7c8bd00fef4a8bd5baf8397
description: Help customers book a service appointment with an authorized dealer for their assets affected by an open recall campaign. Customer support reps can efficiently launch a guided intake flow from an account record to review related assets, product service campaigns, and service territories to create a case and service catalog request. The case is closed automatically and the customer is notified by email when the record-triggered orchestration completes fulfillment by guiding the rep through partner, work type, service resource, and time-slot selection to schedule the service appointment.
products:
  - Automotive
release: "264"
---
# Recall Service Appointment Scheduling

Help customers book a service appointment with an authorized dealer for their assets affected by an open recall campaign. Customer support reps can efficiently launch a guided intake flow from an account record to review related assets, product service campaigns, and service territories to create a case and service catalog request. The case is closed automatically and the customer is notified by email when the record-triggered orchestration completes fulfillment by guiding the rep through partner, work type, service resource, and time-slot selection to schedule the service appointment.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with the Agentforce for Automotive Cloud Add-on License</td></tr></tbody></table>

## Permissions and Features

Assign permission sets that match each user's role.

1. Enable these features.
    1. Setup> Feature Settings> Automotive (For enabling this feature in the Automotive Cloud)
    2. Setup> Feature Settings> Asset Service Lifecycle Management Settings> Enable Asset Service Lifecycle Management> Product Service Campaign Management
    3. Setup> Feature Settings> Context Service> Context Service Settings> Context Definitions
2. Assign these permission sets to users.
    1. Automotive Foundation User
    2. Product Service Campaign
    3. Industry Service Excellence
    4. Unified Catalog Admin
    5. Context Service Admin
    6. Context Service Runtime

## Update Field Level Security

1. In Setup, in the Quick Find box, enter Profiles, then click **Profiles**.
2. Click on the relevant profile.
3. In Field-Level Security, click **View** for the Case object.
4. Click **Edit**.
5. Select **Read Access** and **Edit Access** for the Asset field.
6. Save your changes.
7. Similarly, update the field-level security for the **Business Hours** and **Case Source** fields on the Case object, and the **Is Recall Open** field on the Asset object.

## Enable the Is Recall Open Field

1. In Setup click **Object Manager**.
2. In the search box, enter and select Asset.
3. Click **Page Layouts** and select **Asset Layout**.
4. In the Quick Find box, enter Is Recall Open.
5. Drag the Is Recall Open field to the Information pane.
6. Save your changes.

## Update the Header Image for your Service Process

1. Optionally, in Setup, in the Quick Find box, search for Flows, and then click **Flows**.
2. Open the **Send Email for Service Process** flow and click **Save As New Version**.
3. Enter a flow label and API name.
4. In the Toolbox panel, select the **HeaderImageUrl** variable.
5. In the Value field, paste the link of the header image required for your org.
6. Click **Done**.
7. Save your changes.
8. Activate the flow.

## Install and Deploy the Unified Catalog template for Recall Service Appointment Scheduling

1. From App Launcher, search and select Unified Catalog.
2. Go to the Home tab.
3. Click **Templates**.
4. Search for and select Recall Service Appointment Scheduling.
5. Install the template.
    
    A Product2 record is created. Copy the ID of the Product2 record from the URL. For example, 01tLT00000Avq2XYAR

## Update the Service Process Product ID in the Flow Orchestrator

Add the service process product ID to the Process Recall Service Appointment Scheduling flow orchestrator.

1. In Setup, in the Quick Find box, search for Flows, and then click **Flows**.
2. Open the **Process Recall Service Appointment** flow orchestrator and click **Save As New Orchestration**.
3. Add new details and save your changes.
4. In the Start element, click **Edit**.
5. In the Formula field, enter {!$Record.Product.Id}='<>'.
    
    Paste the copied ID of the Product2 record from the URL in the Install and Deploy the Unified Catalog template for Recall Service Appointment Scheduling task within the <> in the formula.
6. Save your changes.
7. Activate the flow orchestrator.

## Deploy the Unified Catalog Template for Recall Service Appointment Scheduling

1. From App Launcher, search for and select Unified Catalog.
2. Go to the Home tab.
3. Click **Templates**.
4. Search for and select Recall Service Appointment Scheduling.
5. Click **Install**.
6. In Unified Catalog, in the left panel, select Catalogs.
7. In the top right corner of the Catalogs list view page, click New Catalog.
8. Under Information, enter the catalog’s name and description.
9. Enter other relevant details.
10. Save your changes.
11. Click **New Category**.
12. Enter a name and other relevant details.
13. Save your changes.
14. Click Existing Products and Services.
15. Select **Recall Service Appointment Scheduling**.
16. Save your changes.
17. Activate the installed service process.

## Activate the Unified Catalog template for Recall Service Appointment Scheduling

Activate the Unified Catalog template for Recall Service Appointment Scheduling installed above.

1. From App Launcher, search for and select Unified Catalog.
2. From the navigation menu, select **Service Processes**.
3. Open Recall Service Appointment Scheduling.
4. Click Next and attach the cloned flow orchestrator in the Fulfillment Flow tab.
5. Save your changes.
6. Click **Activate**.

## Add the Action Launcher component to the Account Page

1. Create a quick action for the flow.
    1. From Setup, go to object manager.
    2. Open the Account object.
    3. Click **Buttons, Links or Actions**.
    4. Click **New Action**.
    5. For Action Type, select Flow.
    6. For Flow, select Create Recall Service Appointment Case.
    7. Enter a name and label.
    8. Save your changes.
2. Create an action launcher deployment.
    1. From Setup, in the Quick Find box, enter Action Launcher, and then select **Deployments**.
    2. If you can't see Action Launcher, contact your Salesforce admin to get the Industries Service Excellence permission set.
    3. Click **New Deployment**.
    4. Click **Next**.
    5. Enter a label and an API name for the deployment.
    6. In Guidance to Show, select **Buttons, flows, links, and quick actions**.
    7. Click **Next**.
    8. Move Account from Available Objects to Selected Objects.
    9. Click **Next**.
    10. In Select actions to add, select the Create Recall Service Appointment Case action created above.
    11. Click **Next**.
    12. Save your changes.

## Additional Set Up for Standard Users

1. Make sure Public Read only sharing settings are enabled for the Product2, Catalog, Product Configuration Flow, Product Configuration Flow Parameter, Product Component Group, Product Component Group Override, Product Related Component Override, and Product Configuration Section objects for a standard user using the service process.
2. Enable administrative permission for a standard user to install the service process template.
    1. In Setup, from the quick find box, search for and select **Profiles**.
    2. Go to the Standard User profile and clone it.
    3. Click **Edit** on the cloned profile.
    4. Under the Administrative Permissions section, select **Access to manage the template framework apps**.
    5. Save your changes and assign this profile to the relevant user.
3. Update the field-level security for the Business Hours on the Case object for your standard user.

## Submit a Recall Service Appointment Scheduling Request

1. On the customer’s Account record page, in Action Launcher, select the action for Recall Service Appointment Scheduling.
2. Select a contact.
3. Click **Next**.
4. Select an asset with an open recall.
5. Click **Next**.
6. Select a product service campaign.
7. Click **Next**.
8. Review the existing service appointments for the asset.
9. Click **Next**.
10. Select a service territory.
11. Click **Next**.
12. Enter your preferred date and time for the appointment. Add any notes for reference.
13. Click **Next**.
14. A case is created for the service process request.
15. Click **Finish**.

Review the details of the service process on the case record page and track the case closure.